Escalation Team I have contacted you on multiple occasions by phone, email and surveys with no response. I called Stearns and Foster on July 28th spoke to Ashton regarding the brand-new mattress I received that was dirty with stains on the bottom of it. The delivery was so far from white glove as you advertise, it was pathetic! I explained that when the delivery team arrived, I noticed that the plastic protective cover on the mattress had two tears/holes in it. They went to move the mattress out and went to take the plastic off and I stopped the guy and said that I wanted to keep that for the old mattress, thinking I could tape the holes. He said that they prefer to take it off as it is dirty, and it could get dirt on the walls. I said we are in the process of selling our home and I don't want that. I stopped him again stating that the bed that's on the foundation needs to come downstairs before the new one goes up. He said Oh and yelled at this partner to get his help. As they are coming down the stairs with the old mattress, they brought it down longways and scuffed the walls and chipped the ceiling paint in the archway by pushing it through. At this point my Mom is freaking out as she see's them pushing it through the archway. They get it in the garage and then they go to take the rest of the plastic off the new mattress. I notice that there is what appears to be two dirty spots on the bottom of the mattress, but I didn't have my glasses on, so I was not sure if it was shadows or really stains. They get it inside and I notice it is stains, they plop it down and say ok looks great. I said no that there are stains on the bottom of it. They lift it up and the helper says that came from your dirty walls. I was ready to pop a gasket! I said 1st off this is a two-year-old home on the market in pristine condition, there is absolutely no dirt on the walls, we just had the home photographed, feel free to look at it. Then I said that I noticed it before you brought it in but was not sure if it was shadows as I did not have my glasses on. I then advised that the plastic it was in was torn in 2 different places. Then he proceeds to talk bad about me in Spanish, totally disrespectful! The lead driver says that they can remove it and bring back another one. At this point my mom is so upset and I did not want any more damage done. I explained that we can document this and that I will follow up with Stearns and foster. I asked him to take pictures of the damage, which he did. We then go downstairs, and he has me sign a piece of paper in his book and I write on there that the bed was dirty and they had scuffed the walls. He then says that he needs one more signature and then they are done. He pulls up his phone and scrolls through some pages and says sign here. I said what am I signing for, he says that you received the bed. I said that I need to know what I am signing for. He sighs and goes back and here is a picture of just the bed faceup on the mattress, I said where are the other two pictures? Oh, I'm not sure what happened to them although they just happened to be permanently deleted..... I know what happened to them, he deleted them! So now his partner is nowhere to be found and I have to help him lift the mattress, so he can take pictures again! He did load them in and I did write a statement as to the bed being dirty and the scuffing on the walls. He did hit send but who knows at this point whether it went through, or he deleted that too. I asked him if I was going to get a copy of it and he said YES, but I never received it. After speaking to Ashton, I was told that they could do an exchange. I explained that we were in the middle of house showings and the delivery service had damaged the walls while removing the old mattress and I was concerned about more damage. She said that she could submit to the escalation team, and they would call me back. My Mom yelled at me to just have them deliver a new mattress, so I told Ashton that she could just set up to exchange this one as long as we had different delivery drivers. She then told me she will have to refer me to the escalation team? I said 5 minutes ago you could do an exchange and now it has to go to the escalation team? This makes no sense..... We will have the escalation team get back to you on the 1st of next week. CRICKETS, I have heard nothing from Stearns and foster escalation team. I filled out a survey from Stearns and foster on rating my delivery experience on 07/30, and have heard nothing from Stearns and foster. Shana called me on 08/01 with the delivery service. She stated that was not the experience they want their customers to have. She had spoken to the drivers and gone over policies and procedures, and she was very apologetic. She was amazing, I was impressed, she stated that she could have a new team deliver a new undamaged mattress (she called them the A-Team) out most likely on Friday, but she would check, or it would be the next Friday. I explained I would be out of town the next Friday and it would have the be 08/18. I asked if she could text me the date or email me. She said YES, she would get back to me that day or the next day..... CRIKETS...... I never heard from her again. Seems to be a trend with Stearns and Foster and their affiliates. 08/06 I filed an online complaint with Stearns and Foster, CRICKETS, never heard a word. Called 08/07 was on hold for 1 hour then received a response that they are not taking calls and that I would need to call back. 08/08 called Stearns and foster and was told that their systems had are down and to call back. I asked when she thought that they would be up, she stated that she did not know. I asked how long have they have been down; I was told awhile several days (think she said 2weeks) I said oh great you've been hacked, she said that YES, we've been compromised, and they are working on it. Once again, she said to try back...... 08/10 Filed a dispute with my Discover card for the purchase. 08/20 called Stearns and Foster and spoke to Randall and was told that the case was sent to escalation by Ashton on 08/07? I filed the complaint on 07/28? Randall asked that I call the escalation department tomorrow at 8am - they work from 8-1 or 2 somewhere around there? I explained that I work 8-5 and don't time out for lunch and asked if he could send them a message asking them to call me, as I was on hold for 15 minutes today, most hold times are45miutes or more with them. He said YES and said that he sent it but recommend that I call tomorrow. Enough is enough, I don't want the mattress, the sheets, the pillows, nothing from Stearns and Foster. I have gone above and beyond trying to get resolution. I have lost wages and lost countless hours trying to resolve this issue. We are moving and need the mattress out of the home ASAP and I want a full refund! On top of everything I still have not received anything about Stearns and Foster being compromised. HELP! Would not recommend!

[This review was collected as part of a promotion.] This mattress is so amazing, I've never slept so good. It's firm not hard and you can't feel and movement when sleeping next to another . It's a high profile mattress so getting out of bed is a breeze . I have no more back pain when waking up in the morning ,It's honestly changed how I sleep and how long I stay asleep . I would pick this mattress again and again . It has a quilted plush top its so nice it's a non flipping mattress you just need to rotate it every 6 mths or s. It is heavy but it does have handles on the side which helps a ton .

[This review was collected as part of a promotion.] This mattress is everything a person needs to get a great comfortable sleep. The material is soft but not too soft. Almost like sleeping on clouds. There is handles on the sides for easy lifting and moving around.

We have only had the mattress a few days but so far, we have enjoyed restful sleep. The "SF Estate Soft" mattress is actually a "firm" mattress but is very comfortable; not too firm and not too soft. We paired it with an adjustable frame and enjoy the ability to choose a slightly inclined position for the head and foot area. I think we made a good choice for ourselves. Stearns and Foster has been in business many decades and if their mattresses were not superior, I don't think they would still be in business.

[This review was collected as part of a promotion.] Thank you Stearns & Foster for sending me this free sample through the Buzzagent sampling program. I am amazed at how much I fell in love with this mattress! I actually just purchased a new mattress 3 months ago but decided to temporarily switch them so that I could sample this one out for my review. After just the first night of sleeping on it, I knew that I wasn't ever going to switch the mattresses back again! This Estate Firm Pillowtop is my permanent bed now! I have ankylosing spondylitis, degenerative disc disease and other spine issues that have been causing me a great deal of pain and discomfort. I woke up at least every hour and a half due to the pain, toss and turned all night. I know my original bed had no support so I bought a new mattress designed for side sleepers and to support lower back etc for my specific needs. It was such a relief and huge improvement that I didn't think it could get any better than that. But Stearns & Foster proved me wrong! I slept ALL night long without waking up once! I haven't slept this good in years! The mattress has excellent side support for sitting on the side of it to get dressed etc. My other mattress sank when you tried to sit on the edge. This one is built so sturdy and strong that I can tell it's made to last a very long time! The material of this bed absorbs movement so it has great motion isolation as well. I can't feel it whenever my dog jumps onto my bed or leaves throughout the night. It has the firmness my spine needs for support and alignment with just the right amount of pillowtop for plush comfort! This mattress was made to perfection and I can't emphasize enough how much I recommend this! Thanks again Stearns and Foster for the positively daily relief I now receive!

We've had this mattress 4 weeks today. It is the 2nd S & F mattress. We exchanged a Lux Estate PT for this Estate TT after the first mattress had body indentions after only 1 week! Now, after 4 weeks, this mattress is showing body indentions also! I am petite, 5'2" 112 lb. and my husband is 5'6", 160 lb. So, we are hoping the top will even out but not banking on it. Very disappointed given this is the second mattress and the price of both. Basically, what should be a wonderful experience (getting a new mattress) has turned into a sad experience.

[This review was collected as part of a promotion.] Sleeping a full night was difficult, but now sleeping through the night. However, there are days I do not want to get out of bed! Never owned a Stearns and Foster mattress before; so happy with my purchase! Going to buy one for our guest room. Thanks!

Our mattress is 7 years old. It has a growing hump in the middle of it. It kept getting better. Someone came out and they will not honor the warranty. Stay away from this dead beat company. It is a lot of money to pay for a mattress and then a warranty is not honored.

The S&F Estate Plush is a great mix of support and softness. I am a side sleeper and sleep occasionally on my back. I exchanged a S&F Lux Estate Medium PT for this mattress, I sank too much into it causing lower back pain. This one is perfect and costs less.

[This review was collected as part of a promotion.] Been having issues with quality of my sleep and so happy that i made the right choice to try out this mattress - quality of sleep improved that i'm able to sleep 8hrs without any issues. Thanks Stearns & Foster!